Guest Services Rep III

As a community, the University of Rochester is defined by a deep commitment to Meliora - Ever Better. Embedded in that ideal are the values we share: equity, leadership, integrity, openness, respect, and accountability. Together, we will set the highest standards for how we treat each other to ensure our community is welcoming to all and is a place where all can thrive.

Job Location (Full Address):

220 Hutchison Rd, Rochester, New York, United States of America, 14620

Opening:

Worker Subtype:

Regular

Time Type:

Time as Reported / Per Diem

Scheduled Weekly Hours:

As Scheduled

Department:

500059 Ambassador and Guest Services

Work Shift:

UR - Rotating (United States of America)

Range:

UR URCA 204 H

Compensation Range:

$19.15 - $25.85

The referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job's compensation range, and will be determined by considering factors including, but not limited to, market data, education, experience, qualifications, expertise of the individual, and internal equity considerations.

Responsibilities:

With general direction of the Guest Services Management Team and with latitude for independent initiative and judgment:

Serves as a problem solver, advocate and liaison for patients, visitors and staff at 12 locations throughout the Medical Center. Exemplifying ICARE values as the first impression of URMC, Representatives function as the main resource for patient and visitor information and assistance within the Medical Center and Marketplace Orthopaedics. Representatives serve as problem solvers, advocates and liaisons for visitors and staff.

ESSENTIAL FUNCTIONS

Problem Solving/Utilization of Critical Thinking Skills

• Works independently under moderate supervision.
• Serves as the front line for solving problems and handling complaints utilizing ICARE service recovery concepts. Frequently required to apply discretion within broad operational boundaries and procedures. Using independent judgment, determines when situations warrant escalation to management, Public Safety or other inter-disciplinary teams.
• Independently answers large volume of inquiries that are typically not routine involving all aspects of UR Medicine. Informs visitors of SMH policy and procedures.
• Utilizing soft skills, assists diverse population of visitors/patients from all demographic backgrounds to assure proper information is provided in a meaningful way; explains practices, procedures and policies in order to reach agreement. Communicates effectively and work through interactions where barriers to communication are present.
• Utilizing expert knowledge in a broad array of operational systems, uses critical thinking skills to ascertain individual needs/requests and provide accurate information. Directs visitors to proper resources as needed i.e. Parking, DPS, Social Work, Patient Relations, Care Management etc.
• Expertly navigates difficult visitor encounters for patients with restricted visitor access (NI/NB status). Informs visitors of SMH policy and independently determine appropriate next steps based on individual situation. Determines when to escalate to management or Public Safety using independent judgment.
• Handles sensitive patient information in accordance with HIPAA standards
• Effectively communicates accurate wayfinding instructions to all URMC locations on or off-site. Maintains up to date information regarding location changes throughout the system in Guest Services Blue Book; responsible for making minor changes in systems and procedures to solve problems or improve effectiveness of the team.
• Answers internal and external phone calls to the Medical Center. Assists caller or re-route call to the appropriate department.
• Initiates and responds to all localized Emergency Page Codes. Offers support, equipment and comfort to both patient and interdisciplinary teams as required by the situation.

Visitor/Access Management

• Utilizing expertise and independent judgment, serves as main resource for management of hospital access for visitors, vendors and outpatients which requires broad knowledge of operational systems.
• May propose solutions to problems for management review.
• Serves as hospital COVID-19/access expert for visitation guidelines, restrictions and procedures for Outpatient, Inpatient and Service Related areas.
• Monitors proper badging is being maintained by non-employees in the hospital.
• Navigates complex and emotional visitor interactions, oftentimes delivering difficult messaging.
  • Explains proper guidelines and expectations to those allowed to visit.
  • Respectfully and empathetically explains rationale when a guest is not allowed to visit.
    • Escalates any non-compliance to DPS or department management as needed.

Patient/Visitor Support

• First impression for multiple locations throughout URMC and off-site locations.
• Locates outpatient appointments and direct accordingly.
• Utilizes Visitor Management system to properly identify visitors.
• Maintains public transportation schedules and contacts taxis or appropriate transportation as requested.
• Maintains current information about SMH, Medical Center, University and nearby resources (hotels, churches, restaurants, etc.).
• Provides transport assistance for outpatients/families utilizing the Courtesy Cart, Staxis, wheel chairs or walking escorts. Must be able to frequently push up to 20 lbs. of force and infrequently push greater than 20 lbs. of force in the provided chairs.
• Provides main transportation/support for post-sedation Ambulatory outpatients.
• Oversees Guest Services provided conveniences such as Loaner Pager and Phone Charger Loaner programs, Correspondence Log and daily newspaper distribution.

Interdepartmental Support

• Responsible for providing guidance, coaching and training to other employees within and external to the department.
• Works collaboratively with Representatives in all locations assuring up to date information is communicated, especially for sensitive situations.
• Supports and advises 75+ Friends of Strong volunteers every year.
• Supports Ambulatory Nursing staff by providing post-sedated transports and one on one staffing until released to loved one.
• Acts as the liaison between visitors and nursing units involving unique visitation interactions including but not limited to (NI/NB status, CPS, Social Workers, difficult visitors and families, exceptional circumstances like end of life, etc.).
• Coordinates with DPS to ensure individuals nor permitted in the facility are identified and addressed to ensure the safety of our patients, visitors and staff.
• Provides support and assistance to various emergency code teams.
• Acts as main resource and family advocate when Family Waiting Room is closed nightly from 9p-8:30a Mon-Fri and Fri 9pm-Mon 8:30a. Collaborates with PACU staff to assure accurate, timely information and surgical updates are available to guests.
• Assists Transportation in collection of wheelchairs.
• Assists Environmental Services with basic maintenance/cleanliness of the areas where we are present.
• Assists Social Work and Inpatient Units with Medical Motors reserved discharges using specialized equipment.
• Assists with Vendor Credentialing Kiosk at Main Lobby desk.
• Using specialist knowledge, enforces specific visitation guidelines in GCH and Emergency and throughout the hospital. Consult with nursing to determine exceptions to existing guidelines.

Other duties as assigned

MINIMUM EDUCATION & EXPERIENCE

• High School Diploma required
• 2-3 years customer service experience or equivalent combination of education and experience required

KNOWLEDGE, SKILLS AND ABILITIES

• Ability to communicate effectively with a diverse population and work through interactions where barriers to communication are present
• Must be able to handle highly stressful and emotional situations professionally and respectfully
• Multi-lingual abilities preferred
• Must be able to meet physical requirements of the role
• Valid Driver License preferred
• Knowledge of medical terminology preferred

The University of Rochester is committed to fostering, cultivating, and preserving an inclusive and welcoming culture to advance the University’s Mission to Learn, Discover, Heal, Create – and Make the World Ever Better. In support of our values and those of our society, the University is committed to not discriminating on the basis of age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion, creed, sex, sexual orientation, citizenship status, or any other characteristic protected by federal, state, or local law (Protected Characteristics). This commitment extends to non-discrimination in the administration of our policies, admissions, employment, access, and recruitment of candidates, for all persons consistent with our values and based on applicable law.